Manager, Customer Experience and Success

Reporting to the Co-CEO, the **Manager, Customer Experience and Success** is responsible for the overall relationship with the Pieux Vistech / Postech network portfolio.

The network includes approximately 140 franchisees, dealers, and Master Dealers, of which nearly 80 are directly supported by Head Office. Network members are transitioned to this role after their first year of onboarding.

This position focuses on performance, relationship management, and long-term value creation, while maintaining strong operational accountability.

In practice, this role acts as a **control tower**. Orders, KPIs, network member needs, internal teams, and timelines all converge here. The role requires rapid prioritization, anticipation of issues, and the ability to maintain a high level of clarity and operational flow.

**Your Daily Impact - Customer Success** **1. Network Portfolio Ownership**
- Act as the primary point of contact for a defined network portfolio;
- Build long-term relationships based on trust, rigor, and consistency;
- Participate in onboarding and ensure continuity of support after the integration period;
- Represent Head Office to the network in a professional and consistent manner;
- Maintain partner satisfaction levels measured through surveys — this role owns the relationship, not just individual requests.

**2. Operational Management**
- Own the end-to-end experience, from order placement to delivery;
- Manage order intake, validation, and follow-up;
- Coordinate with production and shipping teams, including timelines and exceptions;
- Collaborate closely with internal teams: production, shipping, finance, marketing, HR, and technical/engineering support;
- Resolve operational issues quickly and in a structured manner;
- Listen to field complaints, understand the real impact on the end customer, and centralize complaints and pain points (product, logistics, delays) to support continuous improvement;
- Maintain up-to-date records in CRM and ERP systems;

**3. Performance & KPI Accountability**
- Own performance indicators for assigned network members;
- Track, analyze, and interpret KPIs;
- Lead performance meetings and monthly reviews;
- Help members understand their data and performance trends;
- Act as a trusted advisor to improve consistency and performance;
- Escalate to leadership situations requiring oversight or discipline (e.g., lack of collaboration, disrespectful behavior, or after three meetings with no measurable effort toward objectives);
- Ensure compliance with network standards, expectations, and rules;
- Conduct network performance reviews and provide quarterly and annual recommendations to leadership.

**4. Strategic Partnership & Commercial Mindset**
- Actively contribute to partners’ organic growth;
- Serve as a strategic thought partner and resource for network members;
- Recommend, when relevant, ways to optimize orders or purchasing volumes;
- Identify opportunities that benefit both clients and the organization;
- Formulate recommendations in a natural, credible, and solution-oriented manner;
- Maintain a relationship-driven approach, without aggressive sales tactics;
- Share recurring trends and pain points with internal teams.

**5. Resource Orchestration**
- Connect the right people at the right time;
- Coordinate access to internal resources based on needs;
- Facilitate peer-to-peer exchanges among franchisees when field experience is relevant;
- Identify situations where external partners may add value (RCGT, BDC, etc.);
- Ensure follow-ups are completed and actions lead to tangible results;
- Prevent unnecessary handoffs between contacts.

**Technology & Tools (Technology is Central to the Role)**
- Daily use of CRM, ERP, dashboards, and collaborative platforms;
- Ability to manage multiple files and communication channels simultaneously;
- Strong data analysis skills and ability to translate insights into concrete actions;
- Excellent digital organization and documentation rigor;
- Contribute to the creation and updating of training documentation.

**What We’re Looking For** **Experience**
- Experience in customer success, account management, franchise support, or operational coordination;
- Experience in a manufacturing, construction, or multi-site environment is a strong asset;
- Comfortable working with performance indicators;
- Proven ability to thrive in demanding, fast-paced, and growing environments.

**Skills & Qualities**
- Strong ability to manage multiple priorities simultaneously;
- Sound judgment and quick analytical skills;
- Clear, professional communication adapted to different situations;
- Relationship-driven approach, with firmness when required;
- Calm, reliable, and structured under pressure;
- Bilingual (French and English), with English as the primary working language.

**Why This Role Is Key**

The **Manager, Network Relations and Performance** is a cornerstone of the customer relationship. This role supports members of the Vistech/Postech fam